{"id":778,"date":"2014-09-18T18:44:23","date_gmt":"2014-09-18T22:44:23","guid":{"rendered":"http:\/\/geek-whisperers.com\/?p=778"},"modified":"2014-09-18T18:49:25","modified_gmt":"2014-09-18T22:49:25","slug":"customers-service-and-the-server-geek-episode-58","status":"publish","type":"post","link":"http:\/\/geek-whisperers.com\/2014\/09\/customers-service-and-the-server-geek-episode-58\/","title":{"rendered":"Customers Service and the Server Geek &#8211; Episode 58"},"content":{"rendered":"<figure id=\"attachment_781\" aria-describedby=\"caption-attachment-781\" style=\"width: 225px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-781 size-medium\" src=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/10592781_10203402751524094_3107788159828260166_n-225x300.jpg\" alt=\"Smilin' Scott Hanson\" width=\"225\" height=\"300\" srcset=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/10592781_10203402751524094_3107788159828260166_n-225x300.jpg 225w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/10592781_10203402751524094_3107788159828260166_n-300x400.jpg 300w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/10592781_10203402751524094_3107788159828260166_n-157x210.jpg 157w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/10592781_10203402751524094_3107788159828260166_n.jpg 720w\" sizes=\"(max-width: 225px) 100vw, 225px\" \/><figcaption id=\"caption-attachment-781\" class=\"wp-caption-text\">Smilin&#8217; Scott Hanson<\/figcaption><\/figure>\n<p>This week we talk with someone who uses Twitter and social media to form relationships\u00a0with their customers. Scott Hanson, @CiscoServerGeek on Twitter, is a unicorn who uses his super powers as a pre-sales SE for Cisco&#8217;s data center products.<\/p>\n<p>&nbsp;<\/p>\n<div class=\"powerpress_player\" id=\"powerpress_player_1063\"><audio class=\"wp-audio-shortcode\" id=\"audio-778-2\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3?_=2\" \/><a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\">http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3<\/a><\/audio><\/div>\n<p>&nbsp;<\/p>\n<ul>\n<li>Social selling (and selling in general) is about <strong>customer service<\/strong><\/li>\n<li>Scott has always been in technical pre-sales.\u00a0He doesn&#8217;t see himself as a hair-slicked-back sales guys.\u00a0Are sales guys always a bit insincere?<\/li>\n<li>Scott got started in a hardware store &#8211; customer service to the Nth degree<\/li>\n<li>This is more\u00a0evidence for Amy&#8217;s thesis that people who are good at social have often had customer support, customer service, or a service industry in their background.<\/li>\n<li>Scott&#8217;s not sure if he does &#8220;social selling&#8221; &#8212;\u00a0this is just how build relationships using tools. It&#8217;s just another way of making connections.<\/li>\n<li>Scott puts his Twitter handle on his business card. He&#8217;s not sure if that&#8217;s the corporate standard, or even allowed, but he just did it.<\/li>\n<li>Scott isn&#8217;t measured on social, but it helps him achieve his management-set objectives.<\/li>\n<li>Co-workers ask for help when they see the results he gets.<\/li>\n<li>Culture of helping others in your team &#8211; not always present in sales<\/li>\n<li>But community and sharing helps the top performers perform<\/li>\n<li>Too much top-down command and control doesn&#8217;t work<\/li>\n<li>Keeping\u00a0balance in institutional process part of social media is actually hard to get right<\/li>\n<li>John may or may not be a bronie<\/li>\n<li>Social is about maintaining relationships &#8211; which sometimes pay off in a sale 2 or 3 years down the line<\/li>\n<li>Twitter vs Facebook<\/li>\n<li>Social is glue for offline relationships. It&#8217;s the most efficient way to manage our multitude of distant relationships in any kind of sincere way and then let us pour more energy and time to engaging in person.<\/li>\n<li>All these tools are just about creating connections and relationships with people<\/li>\n<li>LoCoSoCoMoCo WTF<\/li>\n<li>Long-term vs transactional relationships &#8211; customer-first vs company-first<\/li>\n<li>Sea monkeys as an example of false marketing and a failure to establish a long-term win-win relationship.<\/li>\n<li>It all comes down to: be yourself. Start slowly and stop trying to do so many things.<\/li>\n<li>John is the Jane Goodall of IT chimpanzees<\/li>\n<li>Techies are more important now because there is so much information to sort through.<\/li>\n<li>What not to do: Don&#8217;t be an asshole. Don&#8217;t be snarky. Be nice. That doesn&#8217;t mean you can&#8217;t be sarcastic or witty.<\/li>\n<li>Pro tip: save early, safe often, max out your 401(k).<\/li>\n<li>Find Scott at <a href=\"http:\/\/twitter.com\/ciscoservergeek\">@CiscoServerGeek<\/a> and <a href=\"http:\/\/ciscoservergeek.com\">CiscoServerGeek.com<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><iframe loading=\"lazy\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/BKorP55Aqvg?feature=oembed\" frameborder=\"0\" allowfullscreen><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_783\" aria-describedby=\"caption-attachment-783\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><a href=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/7809_sea_monkeys.jpg\"><img decoding=\"async\" class=\"wp-image-783 size-full\" src=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/7809_sea_monkeys.jpg\" alt=\"7809_sea_monkeys\" width=\"640\" srcset=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/7809_sea_monkeys.jpg 900w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/7809_sea_monkeys-300x191.jpg 300w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/7809_sea_monkeys-210x133.jpg 210w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/a><figcaption id=\"caption-attachment-783\" class=\"wp-caption-text\">Sea monkeys were advertised in a way that did not foster a long-term relationship. Kids were\u00a0disappointed when they turned out to be tiny little shrimp.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_782\" aria-describedby=\"caption-attachment-782\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><a href=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/1236864_10151954463331349_1603106554_n.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-782\" src=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/1236864_10151954463331349_1603106554_n.jpg\" alt=\"Pure blackmail fodder - Scott photobombing Amy and the Cloud Bunnies at the v0dgeball charity dodgeball game at VMworld\" width=\"640\" height=\"480\" srcset=\"http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/1236864_10151954463331349_1603106554_n.jpg 640w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/1236864_10151954463331349_1603106554_n-300x225.jpg 300w, http:\/\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/1236864_10151954463331349_1603106554_n-210x157.jpg 210w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><figcaption id=\"caption-attachment-782\" class=\"wp-caption-text\">Pure blackmail fodder &#8211; Scott photobombing Amy and the Cloud Bunnies at the v0dgeball charity dodgeball game at VMworld<\/figcaption><\/figure>\n<div class=\"powerpress_player\" id=\"powerpress_player_1062\"><!--[if lt IE 9]><script>document.createElement('audio');<\/script><![endif]-->\n<audio class=\"wp-audio-shortcode\" id=\"audio-778-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3?_=1\" \/><a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\">http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3<\/a><\/audio><\/div><p class=\"powerpress_links powerpress_links_mp3\">Podcast: <a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\" class=\"powerpress_link_pinw\" target=\"_blank\" title=\"Play in new window\" onclick=\"return powerpress_pinw('http:\/\/geek-whisperers.com\/?powerpress_pinw=778-podcast');\" rel=\"nofollow\">Play in new window<\/a> | <a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\" class=\"powerpress_link_d\" title=\"Download\" rel=\"nofollow\" download=\"Geek-Whisperers-Scott-Hanson-Ep-58.mp3\">Download<\/a><\/p><p class=\"powerpress_links powerpress_subscribe_links\">Subscribe: <a href=\"http:\/\/geek-whisperers.com\/feed\/podcast\/\" class=\"powerpress_link_subscribe powerpress_link_subscribe_rss\" target=\"_blank\" title=\"Subscribe via RSS\" rel=\"nofollow\">RSS<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>This week we talk with someone who uses Twitter and social media to form relationships\u00a0with their customers. Scott Hanson, @CiscoServerGeek on Twitter, is a unicorn who uses his super powers as a pre-sales SE for Cisco&#8217;s data center products. &nbsp; &nbsp; Social selling (and selling in general) is about customer&#8230;<\/p>\n<div class=\"more-link-wrapper\"><a class=\"more-link\" href=\"http:\/\/geek-whisperers.com\/2014\/09\/customers-service-and-the-server-geek-episode-58\/\">Read All Show Notes<span class=\"screen-reader-text\">Customers Service and the Server Geek &#8211; Episode 58<\/span><\/a><\/div>\n<div class=\"powerpress_player\" id=\"powerpress_player_1064\"><audio class=\"wp-audio-shortcode\" id=\"audio-778-3\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3?_=3\" \/><a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\">http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3<\/a><\/audio><\/div><p class=\"powerpress_links powerpress_links_mp3\">Podcast: <a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\" class=\"powerpress_link_pinw\" target=\"_blank\" title=\"Play in new window\" onclick=\"return powerpress_pinw('http:\/\/geek-whisperers.com\/?powerpress_pinw=778-podcast');\" rel=\"nofollow\">Play in new window<\/a> | <a href=\"http:\/\/media.blubrry.com\/geek_whisperers\/geek-whisperers.com\/wp-content\/uploads\/2014\/09\/Geek-Whisperers-Scott-Hanson-Ep-58.mp3\" class=\"powerpress_link_d\" title=\"Download\" rel=\"nofollow\" download=\"Geek-Whisperers-Scott-Hanson-Ep-58.mp3\">Download<\/a><\/p><p class=\"powerpress_links powerpress_subscribe_links\">Subscribe: <a href=\"http:\/\/geek-whisperers.com\/feed\/podcast\/\" class=\"powerpress_link_subscribe powerpress_link_subscribe_rss\" target=\"_blank\" title=\"Subscribe via RSS\" rel=\"nofollow\">RSS<\/a><\/p>","protected":false},"author":3,"featured_media":781,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"_links":{"self":[{"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/posts\/778"}],"collection":[{"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/comments?post=778"}],"version-history":[{"count":3,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/posts\/778\/revisions"}],"predecessor-version":[{"id":786,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/posts\/778\/revisions\/786"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/media\/781"}],"wp:attachment":[{"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/media?parent=778"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/categories?post=778"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/geek-whisperers.com\/wp-json\/wp\/v2\/tags?post=778"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}